Details
1098622
University of Edinburgh
01/08/2025
Other - See Job
Between 8-14 hours per week depending on preferences and potential working hour restrictions.
Not Applicable
Pay
£12.83
£2.32
Description
Role
The University of Edinburgh is currently offering part-time opportunities for ten students to join them as Student Helpline Assistants, to provide a first point of contact for the staff, students, suppliers, and customers who are making contact with the University of Edinburgh.
This is a great opportunity for students to gain experience working in a university setting, to enhance their team working and administration skills, whilst developing their customer service support skills. The successful candidates will join an add-on team to the IS and Finance Helpline.
Thomas (IS and Finance Helpline Supervisor) is holding a drop-in session on the 25th June (14:00-15:00pm), where you can join at any point within that hour, and ask any questions you may have about the team, or the position. To sign up, please use your student login details, and add the event to your calendar when prompted. Sign up for drop-in event on the 25th June (14:00-15:00pm).
The successful students will start work on 1st August 2025 and will work until August 2026. The pay for this role will be £12.83 per hour, plus £2.32 per hour holiday pay, with the successful applicants working between 8-14 hours per week depending on their preferences and potential working hour restrictions. Applicants can expect a flexible hybrid working pattern, with remote working depending on their own preferences as well as business needs. Payment is one month in arrears, meaning your first payment date (should this position start when expected) will be 26th September 2025.
Duties and responsibilities
- Acting as the first point of contact for Finance and Payroll related queries from the staff, students and visitors of the University of Edinburgh via telephone or email;
- Providing excellent customer service when resolving standard enquiries;
- Applying solutions from the IS Finance Helpline's knowledge base, with the aim of answering and/or logging a high proportion of general enquiries at the point of contact;
- Escalating urgent calls to the Finance Helpline core team;
- Logging calls in the call management systems and processing them to completion, or passing inquiries to other teams;
- Transcribing certain calls from one system to another.
Skills and experience
Essential criteria:
- A current University of Edinburgh student (this post is designated for UoE student employment; therefore, you must be a matriculated student until at least May 2026 for the duration of your employment). You also must not hold the position of ‘Resident Assistant’;
- Based in the UK for the duration of the work, able to work on campus when required (we cannot accommodate individuals working overseas due to tax and legal implications), and able to attend a Right to Work Check in person if needed;
- Evidence of excellent customer service skills;
- Strong written and verbal communication skills;
- Demonstrable problem-solving skills;
- Familiarity with the main computer systems in use in the University such as Learn, MyEd, and Collaborate, and common IT software and hardware platforms such as Windows, Microsoft Office, and Apple products;
- Ability to follow supplied online guidance, knowledge bases and troubleshooting workflows in order to help resolve enquiries.
- Experience in a relevant enquiry-driven environment, where customer focus is high.
Location
Hybrid, split between working from home (commutable distance from Edinburgh), and in Argyle House, 3 Lady Lawson Street, Edinburgh, EH3 9DR
Benefits
- Being part of a welcoming community of over 150 ISG Student Workers with opportunities to network, whilst working in a supportive and nurturing environment with a strong emphasis on work/life balance;
- Pay rate and holiday entitlement equivalent to that of UE03 permanent staff, access to NEST pension scheme if applicable;
- As a staff member, you can join the University's Equality, Diversity, and Inclusion Groups (Staff Networks);
- Access to a range of excellent staff training content and resources from the Digital Skills Team.
Additional information
To apply for this role, please upload a CV and covering letter, clearly stating how you meet the criteria for the role. Please ensure you've read the top bullet points in the criteria: you must be a University of Edinburgh Student, and you must not hold the position of 'Resident Assistant' (Res Life) during your employment. If you encounter any issues when applying, please e-mail unitemps@ed.ac.uk well in advance of the deadline, as we will only respond within office hours (9-5, Monday to Friday). Applications received after the deadline will not be considered. We recommend reading our short application tips document for guidance on creating a strong cover letter and CV.
Interviews will take place on the week commencing 14th July 2025, and are expected to be held online.
The University of Edinburgh is committed to providing a positive employment experience for all students. To support students in combining work with studies, we strongly advise you do not exceed the University’s recommended number of working hours per week:
- 15 hours for undergraduate students (up to 35 hours during vacation).
- 15 hours for postgraduate taught students (all year round).
- 9 hours for postgraduate research students (all year round).
PLEASE NOTE: This advert may close early if sufficient applications are received prior to the closing date which is 23:59pm on the 6th July 2025. Apply for job